Configuring Emergency Treatment - Nortel Express User Manual

Configuring call treatments and call routing

Configuring emergency treatment

When to use
Follow the procedure in this section to configure how calls are handled when
your call center is in a state of emergency.
Note: During an emergency, all calls entering the call center are handled in the
same way. You cannot configure different emergency treatments for different
skillsets. The emergency treatment does not take effect unless all agents are
logged off all skillsets, or the emergency state is activated by the customer
administrator. For more information, refer to "Activating the emergency state"
on page 156. If all agents are logged off only one skillset during business hours,
the call is presented to a logged-on agent in another skillset.
To configure emergency treatment
1 In the Administration window, from the Call Administration drop-down
menu, choose Call Treatment.
2 Click Emergency.
Result: The Emergency Options dialog box appears.
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Standard 2.0
Symposium Express Call Center